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What to do if your luggage is lost or damaged

You should report any problems with missing or damaged baggage at the service desk in the collection hall before you leave the airport. The agent on duty will file a report and give you a copy. Make sure you don’t lose it, as you will need it when making a claim with the airline.

If you are carrying valuable items you should tell the airline before your baggage is checked-in. In many cases you can pay a fee and make a ‘special declaration’ that will cover your item for the full amount. For more information about special fees contact your airline directly.

Complaining about airlines or airports

If you have a complaint it is best to resolve it using the two-stage process below.

Speak to airport/airline staff

Try to speak to someone at the airport or airline. They might be able to sort out your problem straight away. If they are unable to help or if you are still not happy, try to find out who is responsible for what went wrong. It may be that the airline is not at fault.

Make a note of the names of people you speak to, dates, times and any other relevant information.

Put your complaint in writing

If talking to staff doesn't resolve things, the next step is to put your complaint in a letter either to the customer relations department of the airline, the tour organiser, the operator of your package holiday or the airport (depending on whose services you are complaining about).

Briefly explain what went wrong and say what you expect to be done about your complaint. If you want compensation, say so, and say how much you expect. Whatever you write, be reasonable and stick to the facts.

Send copies of tickets or receipts with your first letter of complaint and keep the originals. If you are claiming a refund, the airline or travel agent will need the original tickets eventually. You should however hold onto them until you have a promise of a refund in writing (unless you can go to the travel agent or airline office yourself and get the refund there and then).

Remember to keep copies of all correspondence.

Escalating your complaint

If you have already made a written complaint to an airline or airport, and you are not satisfied with the outcome, the Air Transport Users Council (AUC) may be able to help. However, AUC cannot force a service provider to accept its view.

If you write to AUC make sure you include copies of all correspondence you have exchanged with the airline or airport.

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Complaints about tour operators or travel agents

If you have complained to the agent or operator in question and are not satisfied with their response, find out if the company is a member of a trade association, as these have arbitration procedures for customer complaints.

The two main trade associations are the Association of Independent Tour Operators (AITO) and the Association of British Travel Agents (ABTA).

The Air Transport Users Council (AUC) cannot help with a complaint against a tour operator or travel agent.

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• AITO Opens new window

Unresolved complaints

Both the Association of Independent Tour Operators (AITO) and the Association of British Travel Agents (ABTA) offer an independent dispute settlement service in which a third party attempts to mediate quickly in difficult disputes.

• AITO Complaints Procedure Opens new window

• AITO independent dispute settlement service Opens new window

More useful links

• European Commission Passenger Rights Campaign Opens new window